Welcome to The Mandatory Training Group's online NHS conflict resolution training course. This NHS conflict resolution e-learning course was developed to meet the required learning outcomes in the Skills for Health’s UK Core Skills Training Framework (CSTF), the Health and Safety Executive (HSE) and the Care Quality Commission (CQC) recommendations for health and social care providers.

Skills for Health CSTF aligned NHS conflict resolution online course

The content of this online NHS conflict resolution training course has been mapped to the UK Core Skills Training Framework (Skills for Health CSTF aligned). This activity has been accredited by The CPD Certification Service and equates to 2 hours of continuing professional development (CPD).

The certificate is valid for 3 years (valid for 1 year if you are a locum/agency worker).

Knowing how communicating our feelings and attitudes can help to manage conflict effectively

Knowing how to avoid communication breakdown

Understanding how cultural differences can contribute to conflict

An introduction to effective communication models for conflict resolution:

LEAPS communication models

PALMS Communication models

Five step appeal communication model

The attitude and behavioral cycle

Understanding the main patterns of behavior in relation to conflict

Awareness of the warning signs and danger sings

An awareness of the basics of de-escalating conflict

Awareness of the importance of maintaining personal safety when de-escalating conflict

Understanding the impact factors for lone workers

How to do dynamic risk assessments for lone workers

Awareness of the importance of personal space

Learning outcomes

The learning aims and associated outcomes are based on de-escalation techniques. The aims address the way one communicates, patterns of behaviour, recognition of warning signs, impact factors and preventative strategies. At the end of the training learners should be able to:

Identify the main areas of work and the objectives of NHS Protect

Explain the role of the Security Management Director, Local Security Management Specialist and Area Security Management specialist

Describe the common causes of conflict and identify the different stages of conflict

Describe two forms of communication

Indicate the level of emphasis that can be placed on verbal and non-verbal communication during a conflict situation

Underline the impact that cultural differences may have in relation to communication

Identify the causes of communication break down and the importance to create conditions for communication to succeed

Utilise three communication models that would assist them in dealing with different levels of conflict

Recognise the behavioural pattern of individuals during conflict

Recognise the warning and danger signals displayed by individuals during a conflict situation including the signs that may indicate the possibility of physical attack

Identify the procedural and environmental factors affecting conflict situations and recognise their importance in decision making

Underline the importance of keeping a safe distance in conflict situations

Summarise the methods and actions appropriate for particular conflict situations and that no two situations are same

Explain the use of 'reasonable force' as described in law and its limitations and requirements

Identify the range of support, both short and long-term, available to those affected by a violent incident

Understand the need to provide support to those directly affected by a violent incident and the wider organisational benefits of this

Who is this NHS conflict resolution course for?

All frontline NHS staff and professionals whose work brings them into contact with members of the public - under legislation it is employer’s responsibility to ensure that these individuals and roles are risk-assessed in relation to violence and aggression.

Thisonline conflict resolution training courseis aimed at all staff throughout the NHS and private healthcare and social care sectors, including:

Assessment and certification

At the end of this online NHS conflict resolution training course, learners will be required to complete an online assessment.

On successful completion of the knowledge test (80% pass mark), learners will be able to download a FREE CPD certificate.

The certificate is valid for 3 years (valid for 1 year if you are a locum/agency worker).

Course accreditation

The content of this online NHS conflict resolution training course has been independently verified as conforming to universally accepted Continuous Professional Development (CPD) guidelines..

Course duration

It will take approximately 45 to 90 minutes to complete this online NHS conflict resolution training course. The length of time to complete the course depends on the following:

your prior knowledge and experience about equality, diversity and human rights in the workplace and related regulations

how quickly you can study and absorb the learning materials

how much you can pace yourself once started

What is conflict resolution?

Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them. The disagreement may be personal, financial, political, or emotional. When a dispute arises, often the best course of action is negotiation to resolve the disagreement.

Why is NHS conflict resolution training important?

It is important that staff feel safe in their working environments. Violent behaviour not only affects them personally but indirectly it has a negative impact upon the standard of service and the delivery of patient care. In terms of tackling violence against staff, Conflict Resolution Training (CRT) is a key preventative tool.

It forms part of a range of measures introduced to make the NHS a safer place to work. Clearly, it is not sufficient to react to incidents after they occur; ways of reducing the risk of incidents occurring and preventing them from happening in the first place must be found. The detail in this subject reflects the updated Conflict Resolution Training as provided by NHS Protect (2013)

This NHS conflict resolution e-learning course was developed to meet the required learning outcomes in the Skills for Health’s UK Core Skills Training Framework (CSTF) and Care Quality Commission (CQC) recommendations for health and social care providers.

Conflict resolution training - meeting employers' legal obligations

It is crucial that employing organisations deliver the appropriate level of CRT to meet the needs of staff at their organisation. For example, the clinical and environmental factors affecting conflict for ambulance services or mental health services will be different to those experienced within the in-patient setting.

Even within each type of health organisations there may be different factors coming into play such as location, demographics and geography. Therefore, in addition to delivering the core learning outcomes organisations will need to make a risk assessment of the CRT needs of their staff. In some cases this may result in training with additional learning outcomes to meet and mitigate the identified risks. CRT provides staff with important de-escalation, communication and calming skills to help them prevent and manage violent situations.

However, there are some incidents which may involve challenging behaviour that is clinically related, one common characteristic being where the individual involved in the incident may have some degree of cognitive impairment and their communication may be temporarily or permanently impaired. NHS organisations and providers of NHS services may therefore choose to include clinically related challenging behaviour awareness as part of a combined course with CRT or incorporate it as part of other training initiatives, such as those addressing staff training needs around dementia.

Why choose The Mandatory Training Group as your e-learning provider?

There are many benefits of choosing The Mandatory Training Group as your e-learning training provider, including:

over 600 CPD courses and programs to choose from

National Skills Academy for Health national delivery partner

UK accredited e learning provider

nationally recognised CPD certificates

SCORM compliant elearning courses

TIN CAN API compliant e-learning courses

interactive online learning courses

free blended learning environment for individuals and organisations

competitively priced online training courses

meet UK compliance requirements

reduce organisational carbon footprint

immediate access to online learning materials

minimise travel costs and man hour costs of classroom training

minimise hours and days spend away in classroom training

download or print CPD certificates on completion

Organisational e-learning

Are you responsible for organisational training and development or organisational statutory and mandatory compliance? You may want to find out more about how our CARE Learning Management System (LMS) may help your organisation. With out interactive CARE LMS, health and social care managers and administrators can easily:

set up a FREE blended learning environment;

upload essential documents/policies and procedures;

upload individual and group learners;

manage learners, including tracking progress

review who has completed training

download/print training reports for compliance audits

You can also browse our full e-learning course catalogue to find out more about our statutory and mandatory training courses. Alternatively, contact our Support Team on 02476 100090 or via Email, stating your specific e-learning requirements.

How do I book this course?

To enroll onto this e-learning course, please add the course to your basket. From there, you will be able to go to our secure checkout page to complete your booking. Please note: If you are booking the course for a friend or colleague, this can be stated in the notes section of the ‘basket’ area so our system knows the individual(s) needing to be enrolled.

Once your payment has been confirmed, you will receive a booking confirmation email with a receipt. Immediately after purchase, you will receive an email with further instructions and unique login credentials to access your learner account. You will then need to follow the instructions and login to your learner account, where the course(s) booked will be ready for you to start!

How does the course work?

Our online training courses can be completed the on your desktop computer, laptop, tablet or mobile device anywhere there is an internet connection.

These online training courses are self-paced, so learners have full control and flexibility on when they wish to complete. There is no deadline for completion, but the course will expire from a learners account after 365 days, whether it has been accessed or not. Learners are required to achieve 80% pass mark to successfully complete the course and achieve a certificate. Certificates achieved can be downloaded from the learner profile page.

Refund policy

We want you to be completely satisfied with your training. We offer a 14-day money-back guarantee if you are not 100% satisfied.

To request a refund, you should email our support team with your receipt stating why you would like to be reimbursed. You, or your learners, must not complete the training to make a valid refund claim. Any courses that have been completed and those with certificates achieved will not be valid for a refund.

Will the course work on multiple devices, such as tablets and mobile phones?

We recommend using a desktop or laptop device for the best learning experience. These online courses can also be taken on tablet and mobile devices, e.g. iPads and iPhones.

Is a specific internet web browser recommended?

For the best possible experience, we recommend that learners use Google Chrome, Microsoft Edge, Internet Explorer 11 or Firefox. Please ensure there are no updates pending on your browser.

How long do learners have to complete a course?

There is no set completion time for this course. Learners can study in their own time at their own speed and may pause, leave and come back to the system to continue the training at any time.

On successful completion of this e-learning course, you will be able to download, save and/or print a quality assured CPD certificate. Our CPD certificate can be used to provide evidence for compliance and audit (recognised internationally).

Learners are required to achieve a score of 80% or higher on the end of course assessment to successfully complete the course and achieve a certificate. Certificates achieved can be downloaded from the learner profile page.

All our online training courses and programs are accredited by the CPD Certification Service as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

Are you looking to buy this course for multiple members of staff or a large group?

We offer very competitive volume discounts for users looking to enrol multiple candidates on to any of our online training courses & qualifications.

Please call our Support Team on 024 7610 0090 or go to our E-Learning for organisations page for full details and pricing: